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How is a Call Center like the Super Bowl?

Posted on by BPAQuality in 3rd Party Monitoring, BPA Quality, Calibration, Coaching, Customer Behavior, Customer Experience, Customer Service, Training, Voice of the Customer

Going Global? Is your Call Center Ready?

Posted on by BPAQuality in 3rd Party Monitoring, BPA Quality, Customer Behavior, Customer Experience, Customer Loyalty, Customer Service, Global Quality, Quality Monitoring

BPA GlobalPreview

So you have decided to Outsource Quality, now what?

Posted on by BPAQuality in 3rd Party Monitoring, BPA Quality, Customer Loyalty, Customer Satisfaction Survey, Quality Monitoring

When working with outsourcers for Quality, there are two choices you can make:  Onshore and Offshore.  On the onset, Offshoring seems to be a lower cost alternative to working with Onshore companies. However, once the additional costs are considered and compared with the Quality of work that is being done, is there really a savings to your business and customers?  As the below illustration demonstrates, there are many factors to consider when going offshore for Quality.

onshorevsoffshore

 At BPA Quality, our domestic, U.S. workforce can provide companies with business intelligence that can be used to increase the customer experience and loyalty, while improving business processes that will ultimately increase the return of the quality investment.